My eFootball Mobile Account Was Stolen and Konami Refused Recovery

My eFootball Mobile account (ID: aslv-569-*****87, Konami ID: sumbu27686) was stolen sometime in April 2026. The account had originally been created in 2023 using an iPhone device, although I no longer remember the exact date or device model. I had spent years actively using and building this account with significant effort.

I first contacted Konami around April 23, 2026, and provided my Google Play purchase receipt to prove ownership of the account. The receipt included Order No: GPA.3347-0575-5657-73226, dated 04/15/2026, for an amount of approximately $17. Despite this evidence, my request was rejected with the explanation that the “original account creator could not be identified.”

In the same email chain, Konami then offered a contradictory option to permanently suspend the account instead. Since I could not recover my account, I accepted this option so that at least the thief would no longer be able to use it. On April 30, I received another response stating that the account had been verified and the process would continue. However, despite several weeks passing since then, the account has still not been suspended.

I also submitted a refund request to Google Play regarding the same transaction, but it was rejected under reference number 8-1945000040668 for allegedly “not meeting policy requirements.” As a result, neither was my account returned to me, nor was it frozen as Konami had promised. My direct financial loss is approximately $17, while emotionally I lost years of effort and progress connected to the account.

My request to the authorities is either to fully restore my account with all associated rights and progress, or to immediately and permanently suspend the account as previously stated in the official correspondence. Otherwise, I intend to apply to the Consumer Arbitration Committee with all available emails, records, and payment receipts regarding this matter.